Standards of Service

Payment 'Web Wiz' uses an online payment system and accept all major credit cards and UK debit cards as well as PayPal payments.

'Web Wiz' reviews all orders to protect both you and us from fraudulent transactions and may log the purchaser’s location and IP address. This means that with some products and services there can be a delay in processing your order (up to 72 hours) however during business hours expect activation within a few hours. Feel free to contact customer support for order status.

Installation fees for installing software can not be refunded if our technicians are unable to successfully install the software. Please see the relevant software licensing for more details on licensing refunds.*

Please use our demo systems or contact our sales department with any questions you may have about product or service performance before you purchase.

Hours of Operation
The hours of operation are available on the contact us page.
Phone services are only available during business hours, while our support ticket system is available both during and outside of our usual hours of business.

Phone Services
Our phone services are offered as a supplement to support ticket systems. While we are happy to answer your call during business hours we may sometimes ask that you use the support ticket system as support questions can often be answered more efficiently and faster as you are able to copy and paste technical error messages which a technician can often use to understand what the problem is.

Due to the real-time nature of phone calls a call assistant or technician may not always be available, and you may find
it simpler to get a response using the online support ticket systems or place a request for a technician to contact you.

Customer Support and Billing Enquiries
All technical support and billing enquiries must be logged through our secure online Customer Portal System, which provides our customer service team with vital information about your account and also ensures that only the owner of an account can request changes to services attached to the account.

Our average response time is less than 1 hour during our normal business hours. We do try to respond quickly and efficiently to all support enquiries and you will usually have a response on the same business day. However under exceptional circumstances or outside of our normal hours of business it may take up to 72 hours to receive a response.

Online Live Chat Services
Our online live chat services are offered as a supplement to our email and support ticket systems. While we are happy to chat with you online during business hours we may sometimes ask that you use the email support ticket system for more complicated support issues which can be assigned to a technician who can track the issue until it is resolved.

Due to the real-time nature of online live chat an agent or technician may not always be available, and you may find
it simpler to get a response using the online support ticket system or email system.

Complaints Procedure
Web Wiz aim to give all customers a high level of service. However, if you are not satisfied with the products or service that you have received from us please contact us and we will investigate the issue and aim to respond to your complaint within three business days.

We ask all Customers to raise complaints through the Customer Portal System in your Client Area account as this is a secure system and gives customers a record of the complaint. To proceed with a complaint please login to your Customer Portal System.

If for any reason you are dissatisfied with the resolution to your complaint Web Wiz are happy for you to move your services to another provider and will transfer any Domain Registrations to your alternative provider.

License Key Activation
Many of our Software Products require product activation on our 'License Activation Server' to verify the license is valid and issue a unique installation ID. During this process you accept that 'Web Wiz' will record information about the server onto which the software is being installed. This information will be stored together with details of the License Holder and is available to the License Holder through their Client Area. All information is stored securely and in accordance with the Data Protection Act under which 'Web Wiz' is registered.

If you purchase software it may require activation on our License Activation Server. Please beware that the installed Web Wiz Software will require Internet access on TCP Port 80 (not through a proxy server). Software which requires such activation does come with a tool to be able to test for a connection to our License Activation Server before you make a purchase. We are unable to refund the purchase of license keys if you have installed the software in a location which is unable to connect to the License Activation Server.*

Upgrade Policy
The purchase of any Web Wiz product includes our free, 1 year (12 months) upgrade protection. Customers who purchase Web Wiz software are eligible for a free major version upgrade if that release occurs within 12 months of their original purchase date. Remember, minor version releases (for example, from version 1.1 to version 1.2) are free for all Web Wiz customers. Customers are able to extend Upgrade Protection on products in 12 month blocks at up to 60% off the original purchase price.

Customers who purchase Web Wiz products which explicitly come with Lifetime Upgrade Protection are eligible for free major and minor version upgrades for the life of the product.

Pricing
Prices for Web Hosting and Domain Name Services in US Dollars and Euros are calculated from UK Pounds Sterling and are set using current exchange rates which do fluctuate on a daily biases. 'Web Wiz' reserves the right to amend or change pricing for software and service at any time without notice.

Forums
Our support and community forums are provided as a convenient place for customers to interact. It is important to note that forums are not part of our customer service and are only an added benefit and access maybe removed.

Official support from our technicians is not available through the 'Web Wiz' support and community forums. If you have a current Premium Phone and Email Support agreement with us then you should use the contact methods found in your online Client Account Area to contact a technician who can help with your support issue.

We may from time to time be forced to remove an account from access to, or delete posts from, our forums ('Web Wiz' reserves this right).

*This does not affect your statutory rights.

Web Wiz Ltd. reserves the right to add, delete, or modify any provision of these 'Standards of Service' at any time without notice.